Using the development model of "combination of medical care and nursing", taking the customer's "from birth to death" as the whole cycle, it integrates medical care, health care, health preservation and pension, puts the health care service for the elderly in the first place, and combines the functions of pension institutions and hospitals to integrate life care and rehabilitation care.
First of all, the elderly health records CRM as the core. Pension institutions can adopt membership management for existing customers and potential customers. The data analysis and decision support module in CRM system can automatically analyze customer value and divide the elderly into high-value, medium-value and low-value customers.
For high-value customers, pension institutions can actively understand their needs and preferences for the elderly through the electronic health records of the elderly. If the elderly are willing to enter the old-age care institution, they can meet a complete process management from check-in to check-out, including consultation and appointment, evaluation management, fee payment, filing, nursing implementation, nursing records, leave for the elderly, registration and check-out, etc. It also realizes family interaction with family members through the mobile terminal, thus improving the ability of the elderly to stay in old-age care institutions. If the elderly are unwilling to provide for the elderly in the old-age care institutions, the old-age care institutions can provide life care, housekeeping services, rehabilitation care, spiritual comfort and other services for the elderly living at home in the community through the home-based care management system. Pension institutions must continue to provide them with value beyond expectations, design and implement personalized or even one-to-one customer retention strategies for them, do everything possible to maintain high-value customers, and never let them turn to competitors.
For low-and medium-value customers, the old-age care institutions can pay regular return visits through WeChat APP and telephone. Ask them about their requirements for old-age care services, take the initiative in the hands of old-age care institutions, and constantly provide customers with quality services, valuable information, humanized care and even personalized old-age care programs to keep customers satisfied, win their high trust and loyalty to old-age care institutions, and constantly guide them until they actively transform into "high-value customers."
Secondly, the combination of medical care and nursing is the main line. The combination of medical care and nursing management system provides medical workstations, pharmacy management, electronic medical record management system, physical examination management system, physiotherapy management system and evaluation system for the old-age care institutions. Combined with EHR health record system, the comprehensive health record management of the elderly is realized. The fully structured electronic medical record system provides a comprehensive and convenient medical care system, which greatly improves the work efficiency of medical staff in the old-age care institutions and provides a strong guarantee for better service for the elderly, mainly including doctor's advice management, doctor's advice inquiry, EMR electronic medical record, nursing management, doctor's advice check, doctor's advice execution, drug refund application, bookkeeping management, going out registration, scheduling management, leave and so on. In addition, health records are formed by remote monitoring and uploading health data through health testing equipment and wearable devices. The system shows the changes of health data in a concise and clear way in the form of charts, providing information basis for the elderly and their families to stay and care for their health.
Finally, take mobile Internet cloud computing as the innovation point. The health management cloud for the elderly takes information technology as the technical pillar of the informatization construction of the old-age care institutions, and realizes the reasonable cooperation between the management functions and service functions of the old-age care institutions, so that every elderly person can enjoy health management services. Fully guarantee the safe collection, safe transmission, safe storage, massive data analysis, rapid retrieval and analysis of all operational data and materials of the elderly in the old-age care institutions, as well as the data management platform for real-time management of health information data of the elderly in cooperative medical and health institutions, and truly provide old-age care services combining medical care with nursing care for the elderly.